Our model is to make the IT support group that provides "normal" support to the customer the Owner. Students all have the central helpdesk as the Owner. Faculty and Staff have the distributed support area that does their desktop support (there are about 25 different groups) set as their owner. That way the IT staff that are directly responsible for someone's computing support are aware of all the issues that they are having, even if it is with a centrally supported system and the incident is assigned elsewhere.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Monday, May 05, 2008 11:16 AM To: arslist@ARSLIST.ORG Subject: ITIL Remedy ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. _____ Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001> . __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
